Client Spotlight: RSVP Communications, Inc.

At Beacon, our success hinges on how well we know our clients. That’s what empowers us to anticipate their needs and deliver the right solution to the right problem at the right time.

That doesn’t just happen by accident. It happens with a purposeful effort to get to know and understand our clients, their business needs and future goals. And, as with any successful relationship, it all starts with asking questions.

Every once in a while, we wrangle one of our clients for an honest conversation about what we’re doing well and how we can improve. After all, you’ll never know if you don’t ask.

This month, we had the privilege of chatting up Ken Dobbins, Vice President and General Manager of RSVP Communications, Inc.

Conversation with Ken

Beacon: How does BITS help you be successful? 

Ken Dobbins: You play a huge role for us. When we joined up with Beacon we ended up getting a lot of brains and a lot of different perspectives on how things can be done. You get all these smart people in a room that come up with great solutions. We’ve had great success with you guys.

B: What separates BITS from other IT services/providers? 

KD: Your performance is really a cut above. If there’s an issue, you can get somebody over here pretty quick. Your monitoring capabilities are outstanding. And, you guys are reading, developing and understanding what the market is doing every day. That’s your job.

B: What’s the best part of working with BITS?

KD: Your understanding of the industry. The flexibility that you have. And, your customer service – Beacon has got a great team, top to bottom.

Contact Center Upgrade

On top of the core IT services Beacon provides to RSVP, we’ve also had the chance to help out with a couple of special projects. One such opportunity was the expansion of the RSVP contact center.

KD: Here’s what’s amazing. With the help of you guys and three other companies, we were able to rip out the entire Contact Center – all the work stations, all the carpet, all the wiring, all the electrical – and come in and run new electric with drop downs from the ceiling, instead of in the floor. We were able to – in a three-day period – come in, rip it all out, put it all back in, and on Monday morning, the agents were able to come in and go right to their work stations and go to work.

Warehouse Expansion

In addition to upgrading the Contact Center, Ken also oversaw the expansion of the RSVP Communications warehouse from 79,000 sq. ft to 109,000 sq ft.:

KD: You guys were instrumental in coming in and making very good recommendations on what equipment we should have, what equipment we shouldn’t have, and monitoring the guys who were doing the actual install – pulling the wire, putting the equipment in – monitoring all that to make sure that they’re putting in the right stuff.

At the end of the day, there were some issues that you identified that we were able to get fixed along the way.

It’s not that anyone was doing a bad job. It’s just that you guys were just doing a great job to ensure that it was being done right. That was extremely successful, and the new facility is up and running flawlessly pretty much.

About RSVP Communications

The company delivers a number of services, helping clients market, sell and deliver their products to their customers. These services require a broad set of competencies – from web developers creating custom CRM applications and friendly customer service representatives managing customer questions and orders, to a robust warehouse operation ensuring that the right products are shipped on time and where they need to go.

That’s quite a complicated operation. But all the complexity is skillfully managed with strong infrastructure, experienced people, proven systems and reliable technology.

Client Profile

Name: RSVP Communications, Inc.

Size: 80+

Industry: Product Fulfillment, Call Center Services, Marketing

Location: Greensboro, NC

BITS Services: end-user support (managed IT), server support, IT consultative services, expansion support

By | 2019-09-26T05:40:26+00:00 September 25th, 2019|System Administration, BITS News, IT Services|

Small Medical Offices: How to Stay on the Right Side of Data Security

In the last decade, the healthcare industry has undergone a dramatic evolution in the way that medical records are managed. If you work in the medical field, whether as a doctor, nurse, technician or administrator, you could not escape the implication of the “big switch” to EMR (electronic medical records).

The change from paper to electronic record-keeping was a needed step forward. EMR saves time, money and all those trees, in addition to improving actual patient care. But, while considerable efforts were expended to convince everyone – from the largest healthcare systems to individual medical practices – to adopt this more tech-forward approach, not as much attention was paid to the vulnerabilities of a healthcare system so reliant on tech.

Let’s be clear, EMRs did not cause the astronomic spike in cybercrimes of recent years. But, in the rush to adopt a better system, it’s possible that not enough was done to protect that system from people who’d want to exploit it.

As a result, it’s not uncommon to find headlines like these:

The Verge’s Nicole Wetsman provides a succinct summation:

“Despite the rising threat, the vast majority of hospitals and physicians are unprepared to handle cybersecurity threats, even though they pose a major public health problem.”

But, Is Cybersecurity a Problem for the Little Guys?

The short answer… yes. One of the biggest hurdles to creating a safe and secure IT network for your small medical or dental practice is thinking that you’re too small a fish for anyone to bother with.

“Most small businesses, including medical practices, think they’re too small to be a target to hackers. Unfortunately, medical data is a prize most hackers want to get their hands on and they will specifically target small medical practices expecting to find little to no cybersecurity in place.” – myitsupport.com, 4/13/2017

Don’t let the size of your business fool you into thinking that you’re immune to being targeted by cyber criminals. The cybercrime epidemic is not slowing down. But, if you’re one of those small medical practices, there is good news: it just might be easier to protect a small office from hacking than a complex, sprawling healthcare system.

Cybersecurity & HIPAA Compliance

While it isn’t a silver bullet, the U.S. government does provide guidelines and standards for setting up secure networks to store and maintain private health data. These instructions are included with a host of other requirements  governing the management of personal medical information. However, they are not easy to parse, especially for medical practices lacking experienced IT staff.

That said, the requirements for small medical practices with just one or two locations are considerably less than for large healthcare systems with numerous locations and thousands of patients. Even so, compliance is not always a snap, and the penalties for coming up short can be severe (up to $50,000 per HIPAA violation).

How to Protect Your Medical Practice From Cybercriminals & Stay HIPAA Compliant

So, what do you need most to keep your electronic records and IT network secure? It helps to have a trusted partner who can combine expert knowledge in IT and data security with specialized knowledge of HIPAA.

Step 1: The Audit

Before you can fix a vulnerability, you have to be aware that a vulnerability exists in the first place. To that end, it helps to conduct a thorough audit of your existing network setup and see what’s what. The results should then be compared to the requirements spelled out by HIPAA.

While the audit could be conducted by your internal IT staff (if you have it), it’s best to let an outside consultant perform the assessment. That approach typically leads to better, more accurate results.

The audit results should then by reviewed for compliance with HIPAA regulations. At BITS, we rely on our partner, Total Medical Compliance (TMC), for this type of analysis.

Step 2: Results & Recommendations

After your HIPAA experts complete the analysis and present the results, your IT vendor should outline a list of issues that need to be addressed and deliver a set of solutions for your consideration.

Some of these may require an investment into newer or better equipment, including servers or security devices. More often, recommendations will call for updating to more stringent internal user policies, including unique logins for all employees and stronger password protection protocols.

Step 3: Implement the Recommended Solutions 

If you’ve decided that it’s important enough to know about your digital vulnerabilities, you’ll want to finish the job and address found concerns. You just don’t want to be oversold on something you don’t need.

Be sure to ask for explicit explanations of every recommendation presented to you. At BITS, we discuss and review every suggested solution with our clients, so there is no question why we make the recommendations that we do.

Beacon Knows Medical Data Security

Does your medical office need to reassess data security and HIPAA compliance? BITS can help. Reach out to our team today.

By | 2019-08-28T10:28:26+00:00 August 28th, 2019|System Administration, IT Services|

Employee Monitoring: Balancing Security & Productivity

Is your small business optimized for digital security and productivity?

Pretty much every business takes measures to protect its network and IT infrastructure. With the extraordinary proliferation of malware and ransomware attacks in recent years, it’s just prudent planning to set up strong defenses against potential intruders.

Managed IT services, which focus on more mundane tasks like updating and patching business applications, typically don’t receive the same level of scrutiny. But, they also play a key role in protecting your company’s key digital assets.

Why Monitor Employee Computer Habits?

<a href="http://www.freepik.com">Designed by vectorpouch / Freepik</a>The focus with managed IT services shifts from outside threats to internal ones. With firewalls and security protocols in place to counteract bad actors, in-house monitoring efforts ensure that internal digital vulnerabilities are identified and neutralized.

In addition, monitoring of your employees’ computers offers managers and business owners something else – the ability to track productivity. This can come in the form of tracking the websites employees visit, time spent in business application, idle time and a host of other activities.

Considering American cultural ideals of privacy and trust, however, this type of monitoring can rub some employees the wrong way. So, how do you navigate the competing priorities of security and privacy as a business and keep your employees happy at the same time?

Two Approaches to Employee Monitoring

There are two schools of thought pertaining to monitoring employee computers – and they are on the opposite ends of the spectrum. We’ve dubbed these as the “Don’t Do Stupid” and the Centralized Control options.

The “Don’t Do Stupid” Model

<a href="http://www.freepik.com">Designed by pikisuperstar / Freepik</a>

This is the less hands-on approach to employee monitoring. It works well in office cultures with a high degree of trust and business environments where a potential breach of trust would not result in a catastrophic failure. This is the more permissive set up, and probably the one most preferred by employees, managers and IT professionals alike.

With this approach, productivity is encouraged by a simple “black list” of websites that employees cannot access. Black listing is guided more by legal requirements, industry norms or security considerations, rather than the drive to limit employee browsing options.

Security is upheld with a minimum number of rules and tracked employee activities with potential for exposure to cyber threats or other digital vulnerabilities.

The Centralized Control Model

<a href="http://www.freepik.com">Designed by iconicbestiary / Freepik</a>

This model has much in common with the much more controlled way that internet activity is regulated by non-democratic governments, like China. The approach replaces the “black list” with a “white list” – rather than listing the destinations employees can’t access, the organization creates a limited list of approved websites.

Activity tracking is also much more robust, aiming to collect as much data on individual employee usage patterns as possible in order to promote a culture of efficiency.

This type of employee monitoring set-ups are more commonly deployed by larger organizations, like health systems, banks and multi-national corporations.

Your Model

Which model works best for your business? As with most things, your business needs will dictate the appropriate approach to employee computer monitoring. And, odds are, it’s going to fall somewhere in between the two extremes described above.

Once you settle on the level of monitoring that works for your business goals and office culture, it helps to have a knowledgeable IT team implement the monitoring set up.

Beacon Knows Managed IT Services

Looking for an experienced IT team that can help you manage your business network? Look no further, BITS is here to help. Give our team a call today to discuss your IT management needs.

By | 2019-07-25T12:09:12+00:00 July 25th, 2019|System Administration, IT Services|

Client Spotlight: Graham Personnel Services

How do BITS customers really feel about the job we do for them? We’re sure that almost every business asks itself a variation of the same question. After all, being successful is all about maintaining relationships.

Here, at BITS, we really wanted to know the answer. So, we decided to take the radical step of, you know, actually talking to our clients about how our services impact them.

Inaugural Client Spotlight

This month, we had the pleasure of speaking with Dace Hennessee, General Manager of Graham Personnel Services. Dace was extremely welcoming and forthcoming about his company’s reliance on the IT expertise provided by BITS.

So, what stands out about BITS services to Dace?

“Beacon is a local company. Graham Personnel is a local company. I think that’s a good match. We like to support locally owned Triad companies.”

That answer is more than just a preference for doing business with a neighbor, however. It’s about quality and reliability. And, knowing that if the owner’s computer is experiencing an issue, it will be fixed as fast as humanly possible. (In this case, we did our thing and it was back to normal within the hour.)

In managed IT services, the speed with which a glitch is resolved can mean a difference of thousands of dollars. After all, if his computers are down, Dace isn’t placing too many people on work assignments.

And that can be a major concern if, let’s say, you’re moving your entire operation to a new location.

“The Move” 

One of the biggest projects BITS managed for Graham Personnel Services was transitioning the company’s IT infrastructure to new offices on Gallimore Diary Road. In addition to it’s 30+ employees, GPS also houses multiple classrooms with dozens of computer stations where applicants are screened for various skills.

“Two years ago, we switched everything from one location to another location. I think we were down for 30 minutes,” says Dace. “We were up and functional by 8:30 [a.m.]”

The BITS team handled all the planning, logistics and execution for the job, seamlessly transitioning employee work stations, classroom computers, company servers and presentation equipment to their new homes.

“A lot of that was planning. It was getting involved early,” observes Kevin Lackey, BITS Account Executive who was involved in the project. “Having that vision on the front side, knowing what the expectation was, and being involved so early really helped us. Because we knew: this is what he’s asking.”

What Else Does BITS do for GPS?

In addition to helping with the occasional monumental move, BITS provides all end-user support for GPS’ employee work stations. In plain language, we are Graham Personnel’s external IT team. Everything from managing software updates to helping recover lost passwords is managed by the BITS help desk.

We also help Dace keep an eye on equipment performance, recommending updates when necessary and managing the procurement process.

Last, but definitely not least, BITS also manages firewall and backup functions for the GPS website, keeping digital assets secure and functioning at 100%.

About Graham Personnel Services

Graham Personnel Services has a 50-year history of successfully placing job seekers in the Triad area with businesses, large or small, in the distribution, manufacturing, professional and healthcare sectors. Over the years, the company has developed expertise and earned recognition in helping Fortune 500 companies and small businesses in Greensboro and the surrounding communities fulfill their staffing needs.

During any given week, there are anywhere between 700 and 1,200 associates placed on assignments with Graham Personnel clients. The firm takes pride in its commitment to customer satisfaction and strives to be the local leader in recruiting.

Client Profile

Name: Graham Personnel Services

Size: 30+ employees

Industry: Staffing

Location: Greensboro, NC

BITS Services: end-user support (managed IT), firewall, backup

By | 2019-06-26T07:46:42+00:00 June 25th, 2019|System Administration, Computer Related, IT Services|

5 Assumptions of a Great Email Backup Solution

Two email icons floating against clouds over an open handYour company’s email accounts represent some of the most vital assets of your business. They contain important client correspondence, extensive team processes and projects, working copies of various reports and deliverables, and a host of additional valuable bits of information.

A loss of a record, or the inability to find or retrieve archived information, can cause tremendous harm to a business relationship with a client, vendor, regulator or even your own employees. That’s why responsible business administrators take steps to protect their business email accounts through comprehensive email backup solutions.

Finding the Right Email Backup Solution

Let’s be honest, as a business owner, you’re more at home selling a client on the value of your services, finding that next great team leader or setting the long-term direction for your growing business units. Understanding the nitty-gritty of email setup does not, and should not, rank high on your priority list.

That said, protecting your business emails is a real need – all the more pressing if your company is growing. So, how do you know what to look for in an email backup service?

To help business owners navigate the search for the right email backup solution, we’ve put together the below list of requirements.

Email Backup Solution Assumptions

Cloud symbol with a white down arrow1) On-demand email retrieval

Mistakes happen. Important emails containing sensitive or proprietary information get lost or erroneously deleted all the time. It’s been happening since the beginning of time… or, you know, the business computing era, at least.

No matter how well-intentioned your employees are, and no matter how many stringent protocols you put in place, it’s going to happen. Sure, prevention efforts are important. But, for when the worst does happen, a robust email backup solution makes sure it’s reversible.

2) Protect data in email accounts of former employees

What happens to the email accounts of your employees who leave? You’d be surprised how many small businesses don’t have a plan for retiring the email accounts of former team members.

Yes, in majority of cases, your former employees are trustworthy individuals who would never dream of taking advantage of continued access to their old work account. But, it’s better to be safe than sorry.

A good email backup service will feature a plan to save and convert employee email accounts into archives, preventing any unauthorized access after employee separation.

3) Compliance with industry data storage requirements

Your industry, or the industries in which your clients operate, may have requirements governing various aspects of data storage. Some businesses in the health care space, for example, are required to keep backup data physically on-premises.

The right email backup service will help you both, understand the data security requirements applicable to your business, and structure your email solution to be in full compliance.

Female hands on the keyboard of a laptop, and a list of files on the screen4) Easy search of archived and backed-up files

Have you ever had a client ask historical data from a project completed years ago? Or, maybe tried to recall that perfect response to a complicated technical question? The team members involved in those initiatives may be long gone. But, with the email backup solution in place, you still have access to their correspondence and files.

A search of your business email archive can bring back the needed historical information quickly and efficiently. Having an easy-to-navigate archive of your old business information is a valuable resource.

5) Portability

As small businesses grow, many of their operations mature to become more detailed and complex. This can even impact the email provider you choose to contract with.

If you think you may upgrade or change your email service provider in the future, you’ll want to make sure that the email backup solution you select is compatible with a number of leading email providers.

Beacon Knows Email Backup

Considering an investment in a robust email backup solution? Beacon can help. As a Datto partner, we install and maintain some of the most trusted, industry-leading IT solutions around, including Backupify for email. Get in touch with our team today to learn more.

By | 2019-05-23T09:53:08+00:00 May 22nd, 2019|System Administration, IT Services|